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Senior Technical Support Assistant with SPANISH language

Candidatul ideal
- Experience in Customer Service - Good communication skills - Technical background/knowledge - Fluent in SPANISH and ENGLISHDescrierea jobului
Responsabilities: · Ensures coverage of Technical Support Helpdesk (Hotline, voicemail & e-mail) · Basic first line support of two product ranges · Provide pre and post sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures and application functionality. · Ensures timely resolution is of customer cases and escalates support cases when appropriate · Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality. · Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database. · Logs all reported issues/calls in the ticketing system, tracks requests and cases and keeps the system updated with relevant information regarding the interaction with the customer. · Achieves and maintains technical and knowledge excellence for the ADI Global product portfolio by self-study and by attending relevant training sessions. · Ensures a 5-star customer experience by applying a high level of soft skills and customer orientation · Multi-discipline is a key target: knowledge required on all our product ranges: Intruder, Access Control and Video · Follows the Voice of the Customer process and uses customer feedback to drive a continuous improvement behavior · Provide customer training requirements, based on frequency of calls by company/engineer and level of customer knowledge · Developing technical and knowledge excellence for the ADI Global product portfolio for the regions supported and to maintain this knowledge in respect to all product and legislation/approvals changes · Identify sales opportunities and deliver a key impact on achieving business goals · Create guides in pdf and video formats for the ADI Global customersDescrierea companiei
The ADI EMEA Center of Excellence is handling technical support for customers in more than 6 countries, offering pre and post sales assistance for over 300 products made by 15 to 20 different vendors, covering three of our main product families: Intruder, Video and Access Control. The Technical Support Specialist is responsible for providing professional pre-sales and post-sales technical support direct to the customer and ADI business units in multiple markets. Our customers are technical security engineers and they are reaching us mostly via telephone (~95% inbound calls / 5% outbound) and in rare occasions via email.

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